Customer Support Specialist - Multilingual

Rentman is a B2B SaaS scaleup building a smart, powerful operations management platform for event and production teams. Users plan everything from small shoots to massive festivals in 70+ countries, relying on Rentman to keep their gear, people, and timing in sync. The team is based in Utrecht with a second office in Toronto and includes 100+ people from 30+ nationalities. The company works in English and has an open, inclusive, and flat culture built on curiosity, ownership, and the freedom to challenge ideas.

Customer Support Specialist - Multilingual

Mission of this role

As a Customer Support Specialist, you'll be the expert who helps customers get the most out of Rentman. The main objective of this role is to help customers find the right answers and solve their issues. You'll be the first point of contact when customers reach out, whether they're new to the platform and need guidance or veterans troubleshooting complex issues.

You'll make a real impact by solving problems, sharing insights, and ensuring customers get fast, top-quality support when they need it most. As a repository of customer feedback and input, you'll advocate for customers internally so that Rentman continues to be a customer-centric company that listens to its users. You'll be part of a passionate, customer-focused team that's all about creating smooth experiences, reducing wait times, and turning feedback into real product improvements.

What you'll do

• Provide users with an outstanding customer experience, taking full ownership of the customer’s issue and proactively providing solutions that genuinely help and benefit customers.
• Analyze and respond to queries via Zendesk (email and chat) while also being available to answer incoming calls via Aircall.
• Become a power user for the product, keeping up to date with updates and improvements, and bringing suggestions and complicated cases to the Product team.
• Identify cases that need to be escalated internally and escalate them effectively to find a clear resolution.
• Collaborate with the broader Customer Experience team on goals and business objectives.
• Share information, news, and workarounds within the Support team. Contribute to the internal knowledge base in Confluence.
• Attend regular team meetings to identify, discuss, and solve ongoing projects, process improvement ideas, product features, and more.
• Onboard new Rentman employees during their shadowing time in Support so they learn how the team helps customers.

Who you are

• 1 year of experience in a customer-facing role.
• Fluent in English and additionally speaks one or more of Dutch, French, or German, with proficiency in two or more preferred.
• Ability to troubleshoot problems, find answers for customers, and articulate complex solutions in clear written and verbal communication.
• Team-first mentality: supporting your teammates is equally important.
• Ability to work in a fast-paced environment and learn quickly. Rentman updates every week, and Support needs to keep up.
• Ability to collaborate cross-functionally to understand customer requirements and translate them into effective feedback internally.
• Tech savviness and a passion for technology. Rentman is a complex tool and you need to know it inside out.

Nice to have

• 1+ year in a customer-facing role. Any industry will do, but it is a plus if it’s in the AV rental, broadcasting, or event industry.
• Previous experience working in a SaaS organization.
• Basic HTML/CSS knowledge.
• Familiarity with Zendesk and Jira (or similar systems).
• Experience collaborating cross-functionally and translating customer needs into internal feedback.

What you’ll get

• Competitive salary based on experience, plus 8% holiday allowance.
• A results-based bonus based on company performance (up to a full 13th month's salary).
• 25 vacation days to recharge.
• Earn an extra day of PTO for each year at Rentman, from your second anniversary up to five years.
• A 4-week paid sabbatical after 5 years to go on an adventure.
• The possibility to work fully remotely 4 weeks per year.
• Pension plan through BrightPensioen.
• An annual training budget to grow your skills.
• Access to OpenUp for mental well-being and personal growth.
• Your choice of a shiny new Windows, Linux, or Mac.
• Stay active with the team: join the Rentman football team, squash and padel, plus a discounted Urban Sports membership.
• An OV Business card if you live more than 10km from the office.
• An ambitious, inclusive, and diverse international team.
• A flexible, energizing workplace with free lunches, office perks (PS5, ping pong, D&D), legendary karaoke nights, and regular team activities.
• An amazing office in the heart of Utrecht, in the historic Drift 17.